Sobre o Yonyx

PROBLEM:
Your level 1 customer support consists of largely repetitive issues, but despite constant training & investment in developing thousands of knowledgebase articles, you find it hard to deliver consistent service with high CSAT rating within your budget!

You have published all sorts of information from your portal for customer self-service but the usage is very low. Customers complain they have a hard time finding the right article and if they do find one – it is intimidating going through it while skipping over sections not relevant to them!

Is there a better way?

SOLUTION:
Yonyx provides a solution to this problem by enabling organizations to create interactive guides in the form of multimedia flowcharts. Unlike traditional call scripts used in call centers, Yonyx Interactive Guides truly provide a navigational aide to Agents – as they help customers along known resolution pathways.

When used for Internal use by the Organization, Agents see a 15% improvement in their productivity – as they no longer have to search among thousands of articles to help customers, or convert linear articles into conversation with customers. At the end of each incident, they can generate a transcript of their customer interaction with the click of a button saving precious minutes of documentation with each call.

Customers love to go through Yonyx Interactive Guides as they see information presented to them incrementally. Due to the interactive nature of these guides & the rich multimedia content each step can contain, the information is always relevant to customers and easy to follow. Organizations see a substantial increase in usage of customer self service whey they deploy Yonyx interactive guides!

To learn more, please visit http://corp.yonyx.com

Principais benefícios do Yonyx

1. Reduction in AHT (Average Handle Time)
2. Reduction in repeat calls % - i.e. Improvement in First Call Resolution (FCR)
3. Improvement in CSAT
4. Reduction in Training Costs
5. Deflection of calls by effective customer self service

Dispositivos

Porte da empresa

P M G

Mercados

Austrália, Canadá, China, Alemanha, Reino Unido, Índia, Estados Unidos

Idiomas

alemão, coreano, dinamarquês, espanhol, finlandês e outros 15, francês, hebraico, holandês, húngaro, indonésio, inglês, irlandês, italiano, japonês, norueguês, português, russo, sueco, tailandês, árabe

Imagens

SimpleSolutionTree
Decision Network Architecture (DNA) gives flexibility not possible in decision trees
YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flow
Responsive User View of guides can be embedded in an iFrame or used through Mobile devices
Yonyx OneClick Transcript captures the path traversed by a User through the guide.
Ver mais 6
Yonyx - Vídeo Yonyx - Vídeo Yonyx - Vídeo Yonyx - Vídeo Captura de tela do Yonyx: SimpleSolutionTree Captura de tela do Yonyx: Decision Network Architecture (DNA) gives flexibility not possible in decision trees Captura de tela do Yonyx: YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flow Captura de tela do Yonyx: Responsive User View of guides can be embedded in an iFrame or used through Mobile devices Captura de tela do Yonyx: Yonyx OneClick Transcript captures the path traversed by a User through the guide.

Recursos

Total de recursos do Yonyx: 40

  • API
  • Ajuda à decisão
  • Análise de dados do atendimento ao cliente
  • Armazenamento de documentos
  • Assistente virtual
  • CRM
  • Call center de ligações de entrada
  • Catalogação/Categorização
  • Controle de versões
  • Controles/permissões de acesso
  • Desenvolvimento de aplicativos
  • Editor de WYSIWYG
  • Edição de texto
  • Escalonamento de solicitações
  • Ferramentas de colaboração
  • Fluxo de trabalho baseado em regras
  • Gerenciamento de comentários
  • Gerenciamento de e-mails
  • Gerenciamento de tickets de suporte
  • Gestão da base de conhecimento
  • Gestão de RH
  • Gestão de call centers
  • Gestão de capacitação
  • Gestão de conteúdo
  • Gestão de help desk
  • Gestão de leads
  • Gestão de oportunidades
  • Gestão do conhecimento
  • Gestão do fluxo de trabalho
  • Implantação baseada na web
  • Indicadores de desempenho
  • Integração de site
  • Integração de telefonia por computador
  • Perguntas frequentes (FAQ)
  • Pesquisa de texto completo
  • Pesquisa e filtro
  • Portal de autoatendimento
  • Relatórios e análise de dados
  • Roteamento
  • Roteirização de chamadas

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User.com

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Zendesk

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Avaliações

Classificação geral

4,8 /5
(105)
Relação qualidade/preço
4,7/5
Recursos
4,7/5
Praticidade
4,8/5
Suporte ao cliente
4,9/5

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Exibindo 5 avaliações de 105
Wes B.
Classificação geral
  • Setor: Maquinário
  • Porte da empresa: 1.001-5.000 funcionários
  • Usado Semanal durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 9.0 /10

Providing Self-Service to our Dealer Network

Avaliado em 13/09/2016

We use Yonyx to provide troubleshooting and start-up assistance of our products to our dealers. ...

We use Yonyx to provide troubleshooting and start-up assistance of our products to our dealers. While we have manuals, documentation, procedures, etc, it works so well to let our people "choose" what they need help with. And without needing to flip pages back and forth in a manual as they progress (we all know how that is "go to page 9, and it says go to page 112, which may take you to another page, okay now where was I?", instead "BOOM" we take them directly to answers they want and quick back click, they continue onward.

Yonyx has been more than just an external guide for my company, it is a training tool. Instead of doing lecture and powerpoints, I open up our Yonyx guides and use them as well, as they have more incorporated photos than my manuals do. And again, why flip back and forth through a technical manual, when a Yonyx page can provide "choices" for answers, and in one click, take you to it.

When I first looked around for some type of Online Flowcharting, I was surprised at all the flowchart software, but so limited on something that I could use for our network to provide an easy interactive decision flowchart tool to create easy and quick hyperlink web pages.

Yonyx is a great tool for providing easy Interactive Flow Charting. They have the best auto expanding decision map view that I have seen. No, trying to create a flow map on your own. Add more decisions, statements, and Yonyx adjusts the map for you. No clutter.

Overall, I have been very happy with the ease of creating some lengthy guides.

Vantagens

While many of my dealers would like an "App", for offline usage, they forget all the data involved which could make for a big download. Being "cloud" based, it is easy for me to change information and the next time they use the guide, it is "up to date" and not using old information by accident.

Desvantagens

Would be nice to add "scoring" as I have seen, for feedback or using to provide an answer for a tally. I could use this for a teaching or quiz versus paper copies or using something like surveymonkey.

Eric M.
Classificação geral
  • Setor: Serviços financeiros
  • Porte da empresa: 1.001-5.000 funcionários
  • Usado Semanal durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

As a software developer

Avaliado em 19/08/2019

I have been developing with Yonyx for a couple of weeks now. I very much enjoy working with these...

I have been developing with Yonyx for a couple of weeks now. I very much enjoy working with these APIs and the platform in general. The user interface for designing decisions trees is extremely easy to use and teach to others. The API documentation is very good too, I have worked with many companies that charge even more for their software integrations, but have terrible documentation or support when it comes to implementation. So far with Yonyx, everything has worked as we expected it to, and the resources provided to integrate from start to finish are very complete and easy to work through. I would definitely recommend to others looking for some sort of decision tree solution, with support for completely custom integrations.

Vantagens

Great API Documentation
Very Easy To Use
Very Easy To Train on
Great Functionality

Desvantagens

The online dashboard
Some of the training videos could use some refinement

Jamie T.
Classificação geral
  • Setor: Serviços ao consumidor
  • Porte da empresa: 10.000+ funcionários
  • Usado Diariamente durante 1 a 5 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 6.0 /10

Yonyx review

Avaliado em 27/07/2020

Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.

Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.

Vantagens

For the most part, this software is an invaluable tool. There are consistent errors but familiarization with the product helps to make those errors less of a problem. I use Yonyx daily for up to 150 calls a day and its the best system I've used.

Desvantagens

I would like to be able to submit requests about specific scripting and be able to make slight edit requests as simply as touching a button and submitting the change for a request.

Resposta do Yonyx

Dear Jamie

Thank you for your review below. An option to provide feedback to Authors does appear below every step in every path of the script. Perhaps you may not have noticed it?

Once again, we thank you for your valuable feedback & appreciate you taking the time to share it with us!

Ken V.
Classificação geral
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 501-1.000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Unbeatable Employee Guidance

Avaliado em 08/05/2020

I have been happily working with Yonyx since 2015. I use Yonyx daily to create guidance for our...

I have been happily working with Yonyx since 2015. I use Yonyx daily to create guidance for our help desk agents and field technicians as they work to restore connectivity and service to our customers. Their product and team are the best.

Vantagens

I love Yonyx overall. Their team is what I like the most. They are very helpful and receptive. Very capable people and knowledgeable.

Desvantagens

The new navigation was a bit of a challenge for me, however getting used to the new interface it is no longer a problem. I feel it will be a benefit to everyone.

Resposta do Yonyx

Dear Ken

Thank you for your feedback! We appreciate your support.

Eythan S.
Classificação geral
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Praticidade
  • Probabilidade de recomendação 10.0 /10

Perfect Troubleshooting Tool

Avaliado em 19/09/2018

Vantagens

Yonyx makes it so I rarely have to think when troubleshooting customer issues. Take any common issue you have to fix with your customers, lay out all the steps to investigate / fix the issue in order, and then just follow them like a "choose your own adventure" book. I use it every single day, even with troubleshooting that I've done hundreds of times, because Yonyx will remind me to check the things that I can forget. Yonyx has never been down in the year that I've used it, never given me login issues, it's never disappointed me.

Desvantagens

I literally can't think of a bad thing to say, in my use of this product I have never run into anything that I could improve or that I would change.

Exibindo 5 avaliações de 105 Leia todas as avaliações

Perguntas frequentes sobre o Yonyx

Abaixo estão algumas perguntas frequentes sobre o Yonyx.

O Yonyx oferece os seguintes planos de pagamento:

  • A partir de:
  • Modelo de preços: Gratuito, Assinatura
  • Teste Grátis: Disponível

http://corp.yonyx.com/pricing

Não temos informações sobre os recursos do Yonyx.

Os clientes habituais do Yonyx são:

Profissional autônomo, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

O Yonyx está nos seguintes idiomas:

alemão, coreano, dinamarquês, espanhol, finlandês, francês, hebraico, holandês, húngaro, indonésio, inglês, irlandês, italiano, japonês, norueguês, português, russo, sueco, tailandês, árabe

O Yonyx é compatível com os seguintes dispositivos:

Android (celular)

O Yonyx se integra com os seguintes aplicativos:

Desk.com, Freshdesk, NetSuite, Oracle B2C Service, Oracle Service, Salesforce Service Cloud, ServiceNow, Zendesk

O Yonyx oferece as seguintes opções de suporte:

Suporte por telefone, 24 horas por dia (representante ao vivo), Bate-papo

Categorias relacionadas

Veja todas as categorias de software encontradas para Yonyx.